Senior Practice Manager

Responsibilities

• Lead the regional professional services team (Architects and Engineers) to drive prescriptive outcomes for Kong customers across the customer lifecycle.
• Ensure customers get maximum value from Kong products as primary professional services contact.
• Drive key business metrics: PS Bookings, Team Utilization, Revenue Growth, customer success, and satisfaction.
• Engage with customers from developers to C-level to build professional services direction and oversee deployment, onboarding, and adoption.
• Participate in sales/pre-sales to define implementation strategy, gather scope, build proposals, negotiate MSAs/SOWs/partner agreements.
• Manage engagement lifecycle end-to-end, analyze scope/requirements/time/cost/benefits, resolve escalations and risks.
• Build, hire, and develop high-performing diverse remote team; lead from the front.
• Build cross-functional relationships with Sales, Pre-Sales, Customer Success, Product, Engineering, Finance, RevOps.
• Develop delivery partner relationships to strengthen Kong adoption.

Requirements

• Strong professional services leadership background; API/Open Source experience preferred.
• Experience overseeing enterprise IT service delivery across multi-million-dollar portfolio.
• Deep experience building/developing remote professional services teams (career growth, performance, resource management).
• Excellent customer-facing skills; communicate with executives and stakeholders.
• Exceptional organizational, change management, multitasking, and context-switching skills.
• Strong presentation skills and understanding of SaaS professional services metrics.
• Ability to manage critical/political situations with strong interpersonal skills.
• Proven team player and builder in fast-paced, dynamic environments.